Manchester Business School (MBS) has chosen Cloud-based Salesforce.com CRM to help strengthen its client relationships and drive new customer acquisitions.
MBS, part of the University of Manchester, runs management and leadership programmes for more than 60 clients through its Executive Education team.
The Education team was looking for a Cloud CRM solution that would provide greater insight into its customer portfolio and make it easy to update new information, helping it reach its target of 10% year-on-year income growth.
Over the last decade, MBS had already implemented two CRM systems, but neither had provided the function or ease of use it required. Jane Crombleholme, head of executive education at MBS admitted:
Eager to make it third time lucky, the School enlisted the aid of system integrator Fujitsu, which suggested that Salesforce.com would be able to meet its requirements for flexibility and ease of use. Crombleholme said:
The fact that Salesforce was a Cloud-based system added to its appeal, because it eliminated both the need for infrastructure changes and staff to support the software. That meant the project could be up and running fast. Crombleholme pointed out:
One of Fujistu’s main roles was change management, ensuring that people quickly made the transition to the new system. Crombleholme explained:
The CRM system was up and running for early adopters in September. It’s now easy to track communications with clients, as all business data is in one place. Using Salesforce had made staff more effective and efficient and enabled the department as a whole to make better use of resources, believed Crombleholme.
